Assistant Director of Guest Experience

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

Following Buenos Aires and Miami Beach, Faena New York, will find its home at 500 West 18th Street, overlooking the High Line in a building designed by Bjarke Ingels Group. This latest opening will be synonymous with sophistication, glamour, breathtaking artwork, and cultural trendsetting. This opening will mark the resurgence of luxury nightlife experiences in New York with dynamic food and beverage venues and programming that will make Faena the ultimate destination for the sophisticated traveler to New York.

JOB OVERVIEW

The Assistant Director of Guest Experience plays a critical role in supporting and elevating the guest experience at Faena New York. This leadership position oversees the day-to-day operation of the Front Office, ensuring seamless coordination between departments, and driving Forbes-level service standards. The role acts as the right hand to the Director of Guest Experience, contributing to strategy, team training, and exceptional service delivery.

This position has an annual compensation rate of $100,000.

DUTIES AND RESPONSIBILITIES

• Support the Director of Guest Experience in overseeing and developing all front office operations including Front Desk, Bell/Door Services, and Guest Experience Control.
• Drive guest satisfaction by ensuring seamless arrivals, personalized interactions, and efficient check-in/check-out processes.
• Champion the implementation and maintenance of Forbes 5-star service standards and other brand service protocols.
• Assist in managing the front office budget, labor forecasting, and inventory of collateral and supplies.
• Partner with Housekeeping, Engineering, F&B, and Security to ensure optimal guest room readiness and in-room guest experiences.
• Act as property leadership during peak times and serve as Manager on Duty when required.
• Mentor and lead daily line-ups, service recovery training, and frontline leadership development.
• Monitor and respond to guest feedback in a timely, empathetic, and effective manner.
• Manage scheduling, time and attendance, payroll submissions, and performance evaluations for front office teams.
• Participate in pre-arrival planning and VIP welcome strategies alongside Sales, Events, and Guest Relations

QUALIFICATIONS DESIRED

• Minimum 5 years of front office or rooms leadership in a luxury hotel or resort.
• Prior experience with Forbes properties preferred.
• Bachelor's degree in hospitality or related field; or equivalent work experience.
• Advanced knowledge of Opera or equivalent PMS system.
• Demonstrated track record of developing team members and driving service excellence.
• Experience in a hotel pre-opening or repositioning environment is a plus.

SKILLS

• Strong leadership, communication, and conflict resolution skills.
• Detail-oriented with ability to manage multiple priorities under pressure.
• High emotional intelligence and luxury guest engagement capability.
• Collaborative approach with cross-functional teams.
• Professional, polished, and guest-centric demeanor

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Endure various physical movements throughout the work areas
• Ability to move safely in uneven terrain or in confined spaces
• Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift
• Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds.